Typically, TPx’s Call Center is set up in a similar framework each time. However, there are some differences in configuration based on the complexity and needs of the scenario. In these instances, services may be added to accommodate the requirements using the flexibility of the environment.
Call Center encompasses several components that can complement one another to provide an overall strategy that fits most usage categories. Common operational scenarios and recommended configurations include:
|Single Call Center||Most basic Call Center setup, where all agents are assigned to a single queue and associated number.||Follow our provisioning steps to create queue and associated agent and supervisor licenses.|
|Multiple Queues||More advanced Call Center setup, with multiple queues that have different numbers for each queue.||Follow and repeat the provisioning steps to create each queue and associated agent and supervisor licenses. Shared agent resources may be used in this scenario.|
|Multiple Queues with Auto Attendant||Multiple queues front-ended by an Auto Attendant that is set to route calls to a queue based on digit selection criteria.||Set up an Auto Attendant where certain digit assignments are routed to each of the queues set up previously. Auto Attendant allows the flexibility to provide different route configurations for business and after hours.|
|Geographically Dispersed Call Centers||Single number front-ended by an Auto Attendant that is set to route calls to multiple queues based on digit selection criteria and time of day variables.||In addition, a service policy can be created to provide a single number for call centers in multiple geographically dispersed regions.|